Shanna Nard
Ellenwood,GA
Summary
Personable and dedicated Customer Service Representative with extensive experience in the collections industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Customer Service Collections Representative
Vital Recovery Solutions
Duluth , GA
2023.11 - Current
- Answering 250-300 calls from dialer
- Answering customer inquiries regarding account balances and payment histories.
- Follow department calling scripts and procedures
- Process payments received by customers
- Verify customer information to ensure accuracy of records
- Documented customer interactions in internal systems to establish clear audit trail.
- Maintain compliance with all applicable laws, regulations, and policies related to collections activities.
- Follow up with promised and declined payments
- Negotiate payment arrangements with customers who were unable to pay their full balance due.
- Skip Tracing customers with no current information on file
Customer Service Representative
Agero
Atlanta , GA
2022.02 - Current
- Answering inbound intake calls (40 inbound calls a hour).
- Provide customer service to stranded motorists by answering questions, providing information, and addressing concerns.
- Assist customers with jump starting dead batteries, changing flat tires, delivering gasoline, and unlocking vehicles.
- Coordinate with tow truck operators to ensure prompt arrival times for customers in need of assistance.
- Document customer complaints and reported them to supervisors for resolution.
- Adhere to company safety protocols while performing roadside work activities.
- Verify customer's identity prior to providing services or releasing personal items.
- Follow up with customers after completion of job to ensure satisfaction with results.
- Promote high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engage in conversation with customers to understand needs, resolve issues and answer product questions.
Operations Manager
Rush Hour Delivery Services
Decatur , GA
2022.02 - 2023.10
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitor and improved efficiency of processes, team performance, and customer service.
- Direct operations staff by providing guidance, training, and support in order to meet company objectives.
- Ensure compliance with safety regulations and maintained a safe work environment for all personnel.
- Conduct regular reviews of existing policies and procedures for continuous improvement opportunities.
- Supervise day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Resolve customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Address customer concerns with suitable solutions.
Office Assistant
Comfortable Heating and Air
Jonesboro , GA
2021.09 - 2022.01
- Answered incoming calls in a professional manner and directed callers to the appropriate personnel.
- Managed office supply inventory by tracking orders and ensuring adequate stock levels are maintained at all times.
- Performed data entry tasks into various computer systems accurately and efficiently.
- Collected payments, issued receipts and updated accounts to reflect new balances.
Collections Specialist/Escalation Specialist
GreenSky Credit
Atlanta , GA
2015.02 - 2021.06
- Met demands by performing a high volume of daily calls.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Reviewed delinquent accounts and contacted customers via phone, email or mail to negotiate repayment terms and payment arrangements.
- Developed relationships with debtors to encourage timely payments while providing excellent customer service.
- Performed skip tracing activities to locate missing debtors; developed a network of resources to aid in locating debtors when necessary.
Collections Representative
American Credit Acceptance
Jonesboro , GA
2012.03 - 2015.02
- Assisted customers in making payments on accounts and setting up payment plans.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Made outbound calls to reach debtors 31-60 days past due(150 calls per day)
- Monitored delinquent accounts for timely payment resolution.
- Negotiated repayment terms with customers in accordance with company policy.
- Utilized skip tracing techniques to locate hard-to-find debtors.
- Collected more than 50% of monthly goals
Team Lead
Premium Processing
Atlanta , GA
2009.05 - 2012.01
- Assisted team mates in escalated calls for debtors
- Trained new staff members on proper collection techniques, policies, and procedures.
- Led monthly team meeting providing strategies to meet companies budget
- Resolved escalated customer inquiries about billing issues, account status, and payment options.
- Resolved escalated disputes between customers and the companies policies
- Skip Tracing to assist with locating debtors with no information on file.
Assistant Store Manager
Pizza Hut
Shreveport , LA
2007.04 - 2009.01
- Assisted in overall day-to-day operations of store, including continuous development of effective store associates to achieve desired sales and results.
- Coached and developed store associates through formal and informal interactions.
- Oversaw aspects of maintenance, inventory and daily activity management.
- Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
Education
Massage Therapy
Gwinnett College
Lilburn, GA2021
High School Diploma -
Captain Shreve High School
Shreveport, LA05.2003
Nursing
Northwestern State University of Louisiana
Natchitoches, LASkills
- Inbound Call Management
- Multi-Line Phone Systems
- Problem Resolution
- Critical thinking
- Reflective listening
- Conflict resolution techniques
- De-Escalation Techniques
- Client relations and retention
- Deadline-oriented
- Schedule coordination
- Leadership
- Supervision
- Administrative and Office Support
- Computer Skills
- Focused on customer satisfaction
- High-Energy Attitude
- Social skills
Timeline
Customer Service Collections Representative
Vital Recovery Solutions
2023.11 - Current
Customer Service Representative
Agero
2022.02 - Current
Operations Manager
Rush Hour Delivery Services
2022.02 - 2023.10
Office Assistant
Comfortable Heating and Air
2021.09 - 2022.01
Collections Specialist/Escalation Specialist
GreenSky Credit
2015.02 - 2021.06
Collections Representative
American Credit Acceptance
2012.03 - 2015.02
Team Lead
Premium Processing
2009.05 - 2012.01
Assistant Store Manager
Pizza Hut
2007.04 - 2009.01
Massage Therapy
Gwinnett College
High School Diploma -
Captain Shreve High School
Nursing
Northwestern State University of Louisiana
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